DESIGN : TECHNOLOGY : EDUCATION : MANAGEMENT
PEOPLE MAKE EXPERIENCES
Product development, project management and team leadership. Management consulting is my foundation. I'm fortunate to have learned that people are at the heart of everything.
Recent projects include:
Tech consulting for online academic journal
Employee experience design for a large financial services firm
From Fortune 100 to SMB, startups and nonprofits. Abbott, Baylor Scott & White Health, CareerFoundry, CVS Health, Fielding Graduate University, Kohls, Prudential, Toys R Us, United Technologies, Verizon.
The total customer experience is what I always have in my sights. Call it user or customer experience design (UX, CX), service design, management consulting.
Bottom line: my goal is to make things work better for people which can only be done when all parts of a process or system are known.
As someone with a ton of tech, implementation and product management experience, I know it takes a lot of work to create a good experience. I'm always ready to jump in the deep end of the pool to get stuff done.
How it started...
In 1990-something, I hung up my camera gear and learned all the graphic design software in existence. I also taught myself HTML. Then I went to business school (before the dot com catastrophe). I said, 'hey, this web thing is where everything is going' and everyone looked at me like I had two heads. One person, whose POV mattered more than most, did not dismiss my ideas, Peter Drucker said I was early, but right.
So I built websites to prove that the web was going to change lots of things. Soup to nuts in the world of higher ed, large corporate communications departments, integrated marketing and PR. Intranets, extranets, servers and site maps. It was fun back then. Being called a web designer wasn't exactly how I saw myself but there weren't many other points of reference so I went with it.
In 2000, I was recruited to a large HR consultancy to help launch a new line of communication business. While I was there, a small team of colleagues and I created an intranet assessment benchmarking toolkit and processes for working with clients to move their employee experiences online.
I read the book Don't Make Me Think when Steve Krug originally published it. I realized user experience design was what I was doing and it's been part of my overall toolkit ever since. My formal UX training came from Nielsen, Norman Group courses, a ton of reading, assorted workshops, practicing and a commitment to lifelong learning.
If you're in the world of UX design, follow and read everything from Don Norman, Jesse James Garret, Steve Krug, Luke Wroblewski. Then there's the world of graphic and visual design but I'll leave that for another time.
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